Director of Member Experience - Remote

Overview

The Director of Member Experience (DME) will architect and lead the Member Success function, impacting company profitability, brand equity, and long-term retention.

In Short

• Build and lead the Member Success team.
• Create and track KPIs across retention, satisfaction, and engagement.
• Own the department P&L and budget.
• Oversee renewal forecasting and retention strategy.
• Represent the Member's voice at the executive leadership table.
• Partner cross-functionally with operations and leadership.
• Advise on member-facing tech tools and systems.

Requirements

• Experience leading high-performing CX or Member Advocacy departments.
• Thrive in executive roles requiring systems thinking.
• Ability to translate data into decisions.
• Experience building or scaling departments from scratch.
• Strong leadership skills with clarity and accountability.
• Passion for mission-driven businesses.

Benefits

• Impact on company profitability and member satisfaction.
• Visibility at the leadership table.